Making Renewals Predictable: A Health Score and Renewal Pipeline for Intractive

Intractive is a B2B interactive storytelling and engagement platform enabling companies to build interactive content without coding.

Until now, customer success teams handled renewals, feedback, and account health manually: usage data, support tickets, and survey responses existed — but remained disconnected, lacking a unified health measurement or renewal workflow.

1) Unpredictable renewals

Subscription renewals often slipped through the cracks due to manual tracking.

2) Ad hoc customer feedback

NPS/CSAT was collected irregularly, giving no reliable, comparable view of customer satisfaction or risk.

3) No customer health view

Product usage, tickets issued to support, and customer success sentiment lived in different systems — making it hard to spot at-risk accounts or prioritize retention efforts.

1) Renewal pipeline

We built a renewal pipeline with automatic deal creation 90 days before expiry, giving owners a clear clock and tasks for timely follow-up.

(Renewal pipeline in HubSpot)

2) Surveys that run themselves

We implemented NPS & CSAT with automated distribution so feedback arrives on a predictable cadence and routes back to the account.

3) Customer Health Scoring for each account

• Designed a Customer Health Score that blends product usage, survey results, ticket volume/aging, and CSM sentiment.

• Product data is built into the score for an objective baseline, with CS input to capture context.

(Healthy accounts view in HubSpot)

4) Customers' portfolio view for CS leaders

Delivered portfolio views so leaders and CSMs can monitor health and renewal risk across accounts in real time and drill down to see all the details at hand.